James Hamilton
Fort Worth,TX
Summary
Highly proficient hardware and software specialist with over 30 years of technical background, including “White Glove Support” for Executive users.
Overview
29
29
years of professional experience
Work History
IT Support Analyst
Solis Mammography
01.2020 - 03.2026
- SME IT Support for the Contact Center.
- SME for Support Citrix users with thin clients.
- Provided Executive Deskside Support.
- Asset management of equipment within the center using both Service Now and Excel.
- Hands-on validation of assets to ensure physical presence and usability.
- Ensure proper licenses are kept up to date and tracked with in Service Now.
- Order and disposal of assets when needed.
- Provided support for Microsoft Office 365.
- Provided support for RIS, PENRAD, PACS, Royal, Merge, and MDM software.
- Provided support for Noble Softphone and Mitel Softphone.
- Provided support to end users’ accounts through AD Manager and Microsoft Azure Active Directory.
- Onboarding and offboarding of employees through Azure Active Directory.
Asset Contractor
Lockheed Martin
04.2019 - 10.2019
- Asset management of equipment using both Service Now and Excel.
- Hands-on validation of assets to ensure physical presence and usability.
- Ensure proper licenses are kept up to date and tracked.
- Classify and declassify equipment inventory.
- Dispose/destroy classified decommission equipment.
Helpdesk Level II Analyst (Contract)
Raytheon
03.2018 - 03.2019
- Documented and tracked issues using the ServiceNow ticket system.
- Provided Level 2 support includes solving complicated user issues when canned solutions were unavailable for a global customer base.
- Supported PCs, iPhones, iPads, Printers Software setup.
- Supported secure software such as BitLocker, PKI, PGP, and FDE.
- Aided with password resets and Single Sign-On.
- Supported Windows 10, 8, and 7.
- Supported Citrix environments.
- Supported Office 2010, 2013, and 2016.
- Remoting onto PCs via Citrix. Remote Desktop, drivers, and resolve various issues.
- Printer diagnostics, Reroute Print Queues, Check Printer setup.
- Assisted with training new hires, as needed.
Desktop Support (Contract)
Airbus
01.2016 - 01.2018
- Asset management of equipment within the center using both Service Now and Excel.
- Hands-on validation of assets to ensure its usability for departments.
- Order and disposal of assets when needed.
- Decommissioned and prepared expired assets for disposal and donations.
- Provided Executive and VIP deskside support.
- Performed management tasks as needed.
- Provided conference rooms for VDC using Polycom, Cisco, and ClickShare
- Provided support for Windows 7/10 and MS Office 2013
- Worked with Active Directory (adding/deleting users/setting up OUs)
- Installed hardware and peripheral components such as printers, keyboards, and monitors.
- Provided support for mobile devices including iPhones & Android.
- Performed imaging and software installation using SCCM.
- Utilized various remote tools to include Remote Desktop, Citrix, and TeamViewer
- Customized and adapted current programs to satisfy users’ needs.
Desktop Support (Contract)
Mary Kay
04.2014 - 01.2016
- Documented and tracked assets using the ServiceNow ticket system.
- Provided Executive Deskside Support.
- Setup of conference rooms for VDC using Polycom, and Cisco
- Worked with Active Directory (adding/deleting users/setting up OUs)
- Provided support for mobile devices including iPhones.
- Provided imaging and software installation using SCCM.
- Ticketing Systems: Remedy & Service Now.
- Set up hardware and software for end users.
ICS Team Supervisor (Contract)
AAFES
08.2013 - 04.2014
- ServiceNow Administration.
- Documented and tracked issues using ServiceNow and BNT Remedy Ticket systems.
- Supervisor over a team of 30+ talented individuals.
- Liaison between Executives, Managers, and Agents.
- Provided second-tier support for the incident, and problem management to end-users on technology issues specifically the Point-of-Sale system.
- Prepared formal reports and presentations for monthly client meetings.
- Produced and maintained technical documentation in support of account and agent activities.
- Guided support analysts on technical & service issues for resolution
- Communicated with client contacts regularly.
- Provided training for new hires and support agents.
Network Specialist (Contract)
Pier 1 Imports
04.2013 - 08.2013
- Documented and tracked issues using the Remedy ticket system.
- Assisted technicians with installing new Point of Sale hardware for US and Canada stores.
- Assisted Manager on Duty in testing new Point of Sale Software for US and Canada stores.
- Troubleshoot network configuration.
- Reported results to direct management with the new Point of Sale Software/Hardware
- Assisted in troubleshooting network routers, printers, and POS hardware.
- Assisted Desktop Service with the installation of new workstations, set up of printers, and troubleshooting hardware and software issues of the home office computers using Windows and Mac software.
Software Developer
RadioShack Corporation
Fort Worth, TX
10.2010 - 09.2012
- Worked with the Project Manager on specialized projects.
- Assisted in code development using Visual Studios C++ and .Net 4.0 for the POS.
- Developed new databases for Pervasive SQL in C++ and .Net 4.0 for POS processing.
- Assisted Help Desk Agents with escalated issues.
- Attended Expos as a representative to answer questions on Point-of-Sale software, and hardware products.
Sr. Help Desk Agent
RadioShack Corporation
Fort Worth, TX
01.1997 - 10.2010
- ServiceNow Administrator.
- Collaborated with developers on conversion from Remedy to ServiceNow.
- Documented and tracked issues using BNT Remedy and ServiceNow ticketing systems.
- Supported C-Suite and VIP users.
- Functioned as liaison between management and other agents.
- Assigned work schedules.
- Assisted management with other duties as needed.
- Assisted Asset Management to improve integrity and loss prevention.
- Attended Manager in Training courses to help advance within the company.
- Assisted corporate and franchise stores on Point of Sales (POS), resulting in sales performance.
- Attended Expos as a representative to answer questions on Point-of-Sales software, and hardware products.
Education
Bachelor of Science - Computer & Engineering
01-2016
Associate of Science - Business Management
01-2013
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Timeline
IT Support Analyst
Solis Mammography
01.2020 - 03.2026
Asset Contractor
Lockheed Martin
04.2019 - 10.2019
Helpdesk Level II Analyst (Contract)
Raytheon
03.2018 - 03.2019
Desktop Support (Contract)
Airbus
01.2016 - 01.2018
Desktop Support (Contract)
Mary Kay
04.2014 - 01.2016
ICS Team Supervisor (Contract)
AAFES
08.2013 - 04.2014
Network Specialist (Contract)
Pier 1 Imports
04.2013 - 08.2013
Software Developer
RadioShack Corporation
10.2010 - 09.2012
Sr. Help Desk Agent
RadioShack Corporation
01.1997 - 10.2010